Agent Desktop Help

Select an agent desktop from the Agent Desktop window.

Important settings include the following:

• Desktop ID - The platform assigned a unique desktop identifier code.
• Name - Displays the name of the selected Agent Desktop.
• Description - Displays a brief description of the selected Agent Desktop.
• Max Conference Parties - Select from the drop-down list, the maximum number of participants that can be added by an agent to the conference (minimum value is 1 and the maximum value is 10).  
• Desktop Mode - Select the agent desktop mode from the drop-down list. Available options are:
  • Voice Agent - Allows you to configure a voice-centric agent desktop. This mode logs an agent into the voice channel with a focus on the Unified Agent Desktop. You can select the following agent desktop options:
    
    • Agent Panel - Provides the single-agent panel view of the Agent Desktop.
    • Agent Panel + Extended Panel - Provides the single-agent panel with the multiple widget view of the Agent Desktop. Selecting the extended panel will display a new tab, Extended Panel.
    • Agent Panel + Designer - Provides the single-agent panel with the designer agent desktop view of the Agent Desktop. Selecting this option will display a new tab, Designer.
      
  • Digital Agent - Allows you to configure Email, SMS, and Chat-centric agent desktop. This mode logs an agent into messaging channels with a focus on consumer digital interactions. You can select the following agent desktop options:
    • Agent Panel + Extended Panel - Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
    • Agent Panel + Designer - Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.
      
  • Knowledge Worker - Allows you to configure desktop for your back-office agents. When you select Knowledge Worker from the Desktop Mode drop-down list, the Agent Logged In as Ready checkbox is selected by default. This places the agents automatically in the Ready status when they log on. Agents are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction. You can select the following agent desktop options:
    • Agent Panel + Extended Panel - Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
    • Agent Panel + Designer - Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.

1. Click Add in the Agent Desktop window.
2. Enter the Name of the Agent Desktop.
3. Enter the Description of the Agent Desktop.
4. Select Max Conference Parties from the drop-down menu.
5. Select Desktop Mode from the drop-down menu.

6. Select the Agent Panel + Extended Panel or Agent Panel + Designer option, if needed.
   

   When you select Agent Panel + Extended Panel option, the Extended tab appears and when you select Agent Panel + Designer option, the Designer tab appears in the Agent Desktop window.

    

7. Click Save. If successful, a notification message appears.

1. In the Agent Desktop window, a list of all the agent desktops appears.
2. Select the Agent Desktop you want to copy.
3. Click the Copy icon. 
4. The Copy Agent Desktop window appears.
5. Specify the new agent desktop name.
6. Click OK. If successful, a notification message appears.

1. In the Agent Desktop window, a list of all the agent desktops appears.
2. Select the Agent Desktop you want to delete.
3. Click the Delete icon.
4. A Confirm pop-up window appears, click OK to confirm the deletion. If successful, a notification message appears.

This tab provides different options to set the current agent desktop and call transfer options.

  Settings

• Call Record Control Enabled - When selected, allows agents to pause/resume or stop call recording.
• Account Number Required - When selected, requires the agent to enter an account number when no account is associated with the dialed phone number on an Inbound or Manual call.
• Screen Recording Control Enabled - When selected, allows agents to pause/resume or stop screen recording by using call control buttons.
• Notes Enabled - When selected, allows agents to utilize a free-form text field that can be stored and exported to the CDR. Limit of 4000 characters.
• Display Not Ready Reason Codes - When selected, allows agents to choose a sub-code, also referred to as break code to further define why they are not able to take calls.
  • List of Not Ready Sub Codes - 
    • Lunch
    • Training
    • Break Time
    • Meeting
    • Technical Difficulty
    • Other

The Not Ready Sub Codes are non-configurable.

• Agent Logged in as Ready: When selected, the agent should be in a ready state.
• Account Number Validation for Inbound and Manual Calls - When checked, the agent needs to validate the account number that exists in the contact manager and is allowed to dial the existing account numbers. When unchecked, the agent can enter any account number.
• Hold Enabled - Select the checkbox to display the Hold button on Agent Desktop.
• Messagebook Enabled: Indicates if the voice messagebook button appears on the Agent Panel for calls. 
• Force Specific Case - Enables specific cases that will be autoformatted on agent entered account number. Options are as given below:

  • None - This is a default option. If selected, the account number will be the way the agent enters it.

  • Upper - The account number will be in the upper case.

  • Lower - The account number will be in lowercase.

• Screen Recording Control Percentage - Allows you to select the percentage of calls to be screen recorded.

• Quick Responsebook: Enables you to select a quick responsebook for chat. A quick responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.

Transfer Options

• Transfer Option Enabled - Enables the transfer button for agents to initiate Manual, Agent to Agent, or Phonebook Entry transfers.
• Phonebook Transfer Enabled - Allows agents to transfer calls to predefined phone book entries.
• Agent To Agent Transfer Enabled - Allows agents to transfer calls to other available agents. Click the link next to the checkbox. You will have a default option and a custom option for an agent-to-agent transfer configuration. 
  • Default - Allows agents to transfer calls to other agents within the same call center.
  • Custom - Select the required option to transfer to specific agents based on Service, Service Group, or Agent Teams.
    • Service -  Allows the transfer to agents within the same service the agent is logged into.
    • Service Group -  Allows the transfer to agents that are logged into the selected Service Group.
    • Agent Teams - Allows the transfer to agents that are logged in and the part of the specified Agent Teams.
• Manual Transfer Enabled - Allows agents to manually transfer a call.

This tab allows you to adjust the current agent desktop.  Basic adjustments include:  

• Copy To Clipboard - Select the field from the drop-down menu to be copied to the agent's clipboard.
  

• Add data field - Select Add and fill in the data fields. The agent desktop data fields are as given below:
  • Source - Allows to configure call transactions, file (campaign) based values, Contact Flow, and Contacts variables and display it to the agent (screen pop).
    • Default - Selecting Default will display call transactions and file-based values.
    • Contact - Select Contact will display the configured Contacts manager variables.
    • Contact Flow - Select Contact Flow to display customer IVR responses or web service calls.
  • Key - The database location to display. This location may refer to data from the input file or information on the current call.
  • Display Name - The descriptive label for the field, shown on the agent screen.
  • Delimiter and Position - Only necessary for Transformations.
    
    

Click Save to save the changes.

This tab allows you to set configurations that enable the agent's full screen to be recorded. The configurations include:

  Settings

• Native Mode - Allows you to set the native desktop mode from the available drop-down list. Options are as given below :
  • Disabled - Agent cannot log in using Agent Desktop Native (ADN)
  • Optional - Agent can use the browser or ADN to log in
  • Required - Agent can log in using only ADN
• Update Strategy - Allows you to configure the native desktop update strategy. Options are as given below :
  • Ok - No restriction to use any version of ADN
  • Ask - If the agent has a different version installed than the one configured for the site, a pop-up prompting an update appears.
  • Force - After login, the update process gets triggered automatically, installing, and starting the new version without intervention.
• Whitelist Addresses - Click the link to open the Whitelist addresses configuration interface that allows you to view and manage the list of all the approved IP addresses for the Desktop Native application.

Screen Recording Options (when enabled)

This section is displayed only if agent screen recording is enabled. Contact your Account Executive/Account Manager to request this functionality.

• Screen Recording  - When selected, allows the agents to record their full screen.
• Framerate (FPS) - Allows you to set the number of frames displayed per second for a video. The available options are 10, 20, 30.
• Format - The screen recording video format is webm. WebM is an open media file format designed for the web. 

• Days of Screen Recordings - Allows you to configure the number of days the screen recordings are hosted on the platform. The available options are: 3, 15, 30, 45, 60, 90, and 180.

  If the Days of Screen Recordings is selected as Select One (Null) for the particular Desktop, then the client-level Days of Screen Recordings is applied to that particular Desktop for screen recording.

• Bitrate (kbps) - Allows you to set the number of bits that are conveyed per unit of time (kilobytes per second) for the screen recording video. The available options are 128, 256, 512, 1024. The default option is 128 kbps.

Desktop Native Commands

• Desktop Native Commands Enabled - When enabled, this feature provides the ability to set up .Net and URL push. 

 Once enabled, you can add, delete, move up, and move down the data entry by using the Add, Delete, Move Up, and Move Down buttons. You can also update the data entry by double-clicking on the data entry row. 

 The Associated Entities tab displays the entities (Client, Call Centers, Services) that have the selected agent desktop assigned.

• • Name - The descriptive name of the Service or Client.
  • Type - Displays the object type the Desktop is associated with, whether a Service or a Client.

The Change History tab tracks and displays the changes made to the Agent Desktop.

The Extended Panel tab allows users to configure the extended panel widgets of the selected Agent Desktop.

• • Support Expression - Allows you to create or link dynamic fields within the URL using the Expression Builder window.
  • Layout - Allows you to select a display style of the Unified Agent Desktop (UAD) widgets on the agent desktop.
    • Tiles - Displays UAD widgets in tiles format on the agent desktop.
    • Tabs - Displays UAD widgets in tabs format on the agent desktop.
  • Stateless Panel - Allows configuring the widgets in such a way that they appear on the extended panel independent of the Agent state.

 The available widgets are:  

• Custom Panel - Custom Panel widget is used to invoke external URLs within the agent desktop.
• API V2 - Allows users to configure API responses and display them on the agent desktop.
• Contact Notes - Allows an agent to determine what action or notes have been written by previous agents who worked the account.
• Contact History - Displays all contact history on the agent desktop for the account.
• Title Bar - Title Bar widget gives an agent the ability to upload their avatar and view the Client’s Logo.
• Time Distribution - The Time Distribution widget gives an agent a visual view of their productivity for the day.
  

  Productive Time = Talk Time + Wrapup Time + Ready Time.  Except for Ready, On Call, and Wrapup states, all other states are considered Not Ready.

• Term Code Distribution - Term Code Distribution gives an agent a visual view of the current work day’s call results.
• Agent Productivity - Allows an agent to view the information in graphical and tabular form. This information represents the productivity of agents on Call, Ready, or Not Ready events. 
• Contact Details - Allows you to configure contact information, Email, and SMS mode for the agent desktop which enables the agents to get details of a contact, add or edit contact information, and send Emails and SMS. When sending emails agents can send up to 5 attachments per email with a max of 2MB per attachment. Agents can preview PDF attachments with a built-in preview feature.  
• Contact List -  Allows agents to search and open contact details, dial, and send SMS (for cell phone numbers only) or email (if configured) from the desktop.

• • Credit Card Basic - Allows you to configure message prompts (Credit Card Text, Expiry Text, and Security Text) and credit card types. This widget gives an agent the ability to initiate the Credit Card data collection after reading the configured message prompt to the individual customer.
  • Check Basic - Allows to configure message prompts (Check Routing Text and Check Account Text). This widget gives an agent the ability to initiate the Check data collection after reading the configured message prompt to the individual customer.
  • Credit Card Advanced - Allows you to set Message, Payment Gateway, and Advanced configuration. This widget gives an agent ability to initiate the Credit Card data collection after reading the configured message prompt to the individual customer and specify the customer demographic as well as payment arrangements.
  • Check Advanced - Allows to set Message, Payment Gateway, and Advanced configuration. This widget gives an agent ability to initiate the Check data collection after reading the configured message prompt to the individual customer and specify the customer demographic as well as payment arrangements.
  • Highlight Widget - Allows you to configure account fields that will be displayed at the top of the extended panel of agent desktop when the agent is in Incall, Ready, and Not Ready states. You can configure up to six different account fields for each agent state (Incall, Ready, and Not Ready).

To add a new widget, select the widget, and click Add. The Add screen appears. Specify all the details, and click OK to add the widget.

The Active Widgets screen displays all the added widgets.

• • ID - Displays the ID of the widget.
  • Widget Name - Displays the name of the widget.
  • Title - Displays the title of the widget.
  • Enabled - Displays the status of the added widget (enabled or not). If the widget is enabled, it will be displayed on the agent desktop.

To delete the added widget, select the widget and click Delete .

To edit the widget details, double-click the widget. The Edit-Widget screen appears. You can edit the following details:

• • Window Title
  • Enabled checkbox
  • Config details

Click OK to save the changes.

The Designer tab allows you to configure the designer desktop which can be assigned to the required Agent Desktop. 

Designer Desktop - Select a required designer desktop from the drop-down to assign to the selected agent desktop and click Save. Clicking on the refresh icon will provide the list of available designer desktops.

Click the arrow next to Refresh to display the Sign-in screen in the new Designer tab. Specify the credentials provided by the permitted administrative users to configure Designer functionality.

The designer desktop is configurable under the Agent Panel + Designer option in the Agent Panel column.

Perform the following steps to navigate to the Designer desktop:

1. Double-click and open the Agent Panel + Designer option.
2. Click the Designer tab.
3. Select the existing designer desktop from the Designer Desktop drop-down list.
4. Click the Arrow to navigate the designer desktop to another window.

A messagebook is a list of prerecorded audio messages and/or predefined text messages that your agents can use when interacting with your customers (for example, when playing a message to a customer while the agent is on mute, sending a transactional email or SMS message, or responding to an inbound email or SMS message). Such template messages can ensure that your messages are consistent and adhere to your business standards. 

The Messagebook tab enables you to define which voice, email, and SMS messages are available for your agents to use for the selected Agent Desktop. 

If a messagebook is created for an Agent Desktop, the agents who log on to that Agent Desktop can view the list of template messages added to the messagebook, and they can select an appropriate message to play or send to a customer. 

To create a messagebook:

1. In the Agent Desktop window, select and double-click the Agent Desktop for which you want to create a messagebook.

2. On the Messagebook tab, click Add.
   The Select Messagebook window appears.
   

   The Message field displays only the deployed messages that are assigned to the following types of standard contact flows (that is, standard contact flows whose names begin with the following text):

   • Email
   • Messagebook (corresponds to the voice channel)
   • SMS

   
   

3. In the Message field, select the message that you want to add to the messagebook.

   The Contact Flow field displays the name of the contact flow to which the selected message is assigned.

4. Click OK.
   The messagebook is created, and the selected message appears in the table on the Messagebook tab.
   

   You can add multiple messages to a messagebook by using the Add button.

   
   

5. Click Save Agent Desktop.
   The messagebook is available on the selected Agent Desktop.
   

   On the Agent Desktop:

   • When agents are on a call, they can play those messages to your customers that are assigned to the Messagebook standard contact flow on the Messagebook tab.
   • When agents want to send or respond to an email, they can use the messages that are assigned to the Email standard contact flow on the Messagebook tab.
   • When agents want to send or respond to an SMS,  they can use the messages that are assigned to the SMS standard contact flow on the Messagebook tab.

You can use the SPC widgets on the Agent panel or Agent panel with Designer desktop. To enable the functionality:

1. Select and double-click the required agent desktop in the Agent Desktop window.
2. Add the required SPC widget under the Extended Panel tab.
3. Select the Agent Panel or Agent Panel + Designer option from the Desktop. This step is applicable if the agent is using either Agent Panel or Agent Panel with Designer Desktop.
4. Save the Agent Desktop by clicking Save.